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Alex Hayman, managing director of public markets at consumer group Which?, said: "It is staggering that more than half a million complaints have been made by rail passengers in the last year alone and shows how badly the sector is failing its passengers.

"We've heard from thousands of people who have to face delays, cancellations or overcrowded trains on a daily basis.

"We need to see the rail regulator given stronger powers so that it can effectively stand up for passengers when rail services fail to deliver.

"The Government must also press forward on its plans to introduce a rail ombudsman."

Punctuality on trains during the past year was the worst since 2005/06, with 12.3% of trains failing to reach their destination within five minutes for commuter services or 10 minutes for long distance trips.

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Jo Causon, chief executive of the Institute of Customer Service, said: "A major factor of rail customer satisfaction is service reliability, but our research identifies staff attitude and behaviour as essential drivers too.

"Customers are more concerned today about staff attitudes and behaviour than they were even five years ago and developing these skills is an essential part of improving customer service."

A survey conducted by Transport Focus last autumn revealed that just 81% of 30,000 passengers were satisfied with the railways.

A spokesman for the Rail Delivery Group, representing train operators and Network Rail, said: "We know that the last year has been difficult for passengers on some parts of the railway, and the figures reflect that, but on other parts rail companies working together have raised punctuality to record highs.

"The long-term trend is of falling complaints from customers and our £50 billion-plus upgrade plan is making journeys better."

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